Remote Claims Advocate: Complex Case Resolution

First American; Rhode Island; On-site; USD 28,020 - 37,360; Full time

Job summary

First American Home Warranty is seeking a Claims Advocate to resolve highly complex or escalated claims that cannot be handled through standard channels. The role includes investigating and responding to claims, supporting high-priority cases, and assisting customers and contractors across channels.

The candidate will explain and navigate claim options, including denial, cash out, replacement, reimbursement, and external reimbursement, while participating in innovative company initiatives and

Qualifications

• Bachelor's degree or commensurate work experience.
• 1–2 years of customer service experience.
• Excellent oral and written communication skills.
• Basic mechanical, technical and contract knowledge.
• Exceptional customer service and analytical abilities.
• Proficiency with Microsoft Word, Outlook and Access.

Responsibilities

• Investigate, analyze and respond to highly complex claims escalated to management or other lines of business.
• Manage support on inbound calls to review high priority claims while handling multiple inquiries.
• Answer calls, chats, emails and voicemails from customers and contractors; assist with call volume and back office work.
• Explain terms and conditions of claim options including denial, cash out, replacement or reimbursement.
• Pilot innovative company initiatives.

Skills

Customer service

Communication

Analytical skills

Investigative skills

Negotiation

Problem solving

Hosting/Customer support

Education

Bachelor's degree or commensurate work experience

Tools

Microsoft Word

Outlook

Access

Job description

First American Home Warranty is seeking a Claims Advocate to resolve highly complex or escalated claims that cannot be handled through standard channels. The role includes investigating and responding to claims, supporting high-priority cases, and assisting customers and contractors across channels.

The candidate will explain and navigate claim options, including denial, cash out, replacement, reimbursement, and external reimbursement, while participating in innovative company initiatives and